Refund policy

Return & Refund Policy

At Arcstelle, we take care to ensure every order is packed and prepared properly. As many of our products may be limited-run, made-to-order, or preorder-based, please read our policy carefully before making a purchase.

Returns and Refunds

We do not accept returns or refunds for:

  • change of mind

  • accidental orders

  • incorrect purchases made by the customer

  • minor differences in colour or print placement

  • shipping delays caused by the courier, customs, or incorrect address details provided at checkout

All sales are considered final unless the item received is:

  • damaged

  • defective

  • incorrect

  • or confirmed lost in transit

Made-to-Order and Preorder Items

Made-to-order and preorder items are non-refundable and non-returnable once production has started.

If a preorder is cancelled by Arcstelle or cannot be fulfilled, a full refund will be issued for the affected item.

Damaged, Defective, or Incorrect Orders

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery at arcstelle@proj-orbit.com.

Please include:

  • your order number

  • your full name

  • clear photos of the item

  • clear photos of the packaging

  • a short explanation of the issue

Once reviewed, we may offer a replacement, store credit, or refund depending on the case.

Lost Parcels

If your parcel is confirmed lost by the shipping carrier, please contact us at arcstelle@proj-orbit.com

If the loss is verified, we may offer:

  • a replacement, if available

  • store credit

  • or a refund

Arcstelle is not responsible for delays caused by customs, courier disruptions, or incorrect shipping details entered by the customer.

Incorrect Shipping Information

Customers are responsible for providing the correct shipping address at checkout.

If an order is returned or delayed due to an incorrect or incomplete address, Arcstelle is not required to issue a refund. Additional shipping fees may apply if the parcel needs to be sent again.

Refund Processing

Approved refunds will be sent back to the original payment method within 5–14 business days, depending on your payment provider.

Shipping fees are non-refundable unless the issue was caused by us.

Contact

For any return or refund inquiries, please contact us at:

Email: arcstelle@proj-orbit.com

Please include your order number in your message for faster support.